Khalilah Phearse
Houston,TX
Summary
Hardworking and passionate job seeker with strong organizational skills. Enthusiastic agent eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of customer service and training in tech support. Motivated to learn, grow and excel with Comcast.
Overview
8
8
years of professional experience
Work History
CE 4, Cust Exp Professional (Repair)
Comcast
Houston, TX
10.2017 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Provided support for networking protocols and characteristics.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi & hotspots.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Activated accounts for clients interested in new services such as internet, cable tv, and home phone
Customer Experience Specialist (Repair)
Comcast
Houston, TX
04.2016 - 10.2017
- Documented customer interactions in internal database to maintain customer service history details.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Promoted available products and services to customers during service, account management and order calls.
Customer Experience Associate (Repair)
Comcast
Houston, TX
05.2014 - 04.2016
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Asked customers questions to determine, verify and solve common problems.
- Suggested operational improvements to enhance quality, improve production times and reduce costs.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
Customer Experience Rep (Repair)
Comcast
Houston, TX
10.2013 - 05.2014
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
Education
Associate of Science - Science, Technology, Engineering, & Math
Houston Community College
Houston, TX05.2023
Skills
- Issue and Resolution Tracking
- Collaborative Team Player
- Friendly and Patient
- Multitasking and Prioritization
- Service Schedule Coordination
- Resolving Problems and Incidents
- Troubleshooting Network Issues
- System Performance Assessment
- Technical Troubleshooting
- Upselling Products and Services
- De-escalation Techniques
Timeline
CE 4, Cust Exp Professional (Repair)
Comcast
10.2017 - Current
Customer Experience Specialist (Repair)
Comcast
04.2016 - 10.2017
Customer Experience Associate (Repair)
Comcast
05.2014 - 04.2016
Customer Experience Rep (Repair)
Comcast
10.2013 - 05.2014
Associate of Science - Science, Technology, Engineering, & Math
Houston Community College